SMS & WhatsApp Gateway SLA

1. Scope

This is the service level agreement for HostHere.lk SMS & WhatsApp Gateway Service plans. Document reference SLA-08, version 2.3, effective 15 January 2026.

It supplements the Master SLA. The Master SLA’s scope, definitions, exclusions, DNS exclusions, support SLA, service credits, claim process, change notice and general terms apply in full to this service, except where this document expressly says otherwise. If this document conflicts with the Master SLA, this document prevails for this service only.

2. Uptime commitment

HostHere.lk guarantees 99.9% availability of the SMS & WhatsApp Gateway platform, measured over a rolling 30-day window.

3. How uptime is measured

Platform availability means the HostHere.lk gateway application, including the sending dashboard, API endpoints, bulk sending interface and automation engine, is accessible and working. Platform availability is the only metric governed by the uptime guarantee in this SLA.

The uptime guarantee does not extend to delivery channel availability, carrier network availability, third-party API availability or device availability. Those are governed by the channel terms in the Delivery channels section.

The service has four delivery channels, each with its own infrastructure layer, handoff point and liability boundary. All four share the platform layer covered by the uptime guarantee. Your subscription may cover one or more channels, depending on your plan.

Channel-level availability is governed solely by the channel’s own terms in the Delivery channels section.

4. Exclusions

These are in addition to the universal exclusions in Master SLA section 5. Channel-specific exclusions are in the Delivery channels section.

4.1 Bans and restrictions by network authorities

On all channels, sending numbers, registered masks and connected accounts may be banned, restricted or deactivated by the relevant network authority (a mobile carrier, the TRCSL or Meta) because of:

• misuse of the service
• sending prohibited or unsolicited content
• breaching carrier, TRCSL or Meta policies
• high spam complaint rates or abuse reports from recipients

HostHere.lk accepts no responsibility for bans or restrictions applied by third-party network authorities and does not guarantee reinstatement of any banned number, mask or account. No credit or compensation is payable for a ban or restriction applied by a third-party authority.

4.2 HostHere.lk-initiated suspension

If HostHere.lk decides that your sending behaviour puts the integrity of its platform or the service quality of other customers at risk, it may immediately suspend your account on any or all channels without prior notice. Such a suspension is not downtime under this SLA and no credit or compensation is payable.

5. Delivery channels

5.1 SMS via ISP carrier network (SMS mask)

Description. This channel sends SMS using a registered SMS mask, a sender ID assigned through HostHere.lk’s connections to ISP carrier networks. Messages are submitted through the HostHere.lk platform and routed to the relevant ISP carrier network for delivery to the recipient’s handset.

HostHere.lk guarantees that:

• the platform accepts and processes SMS send requests submitted through the dashboard or API
• accepted messages are successfully passed to the ISP carrier network for delivery

HostHere.lk’s delivery obligation ends when the message is handed to the ISP carrier network. That is the service boundary for this channel.

Carrier network exclusions. After handoff to the ISP carrier network, delivery is outside HostHere.lk’s control and is governed by the rules, policies and regulatory framework of the carrier and the Telecommunications Regulatory Commission of Sri Lanka (TRCSL). Excluded from this SLA:

• carrier-side delivery failures, delays or rejections
• network congestion or outages inside the carrier’s infrastructure
• number portability issues that affect delivery routing
• delivery failures to specific handsets, number ranges or geographic areas
• any restriction, filtering or blocking applied by the carrier at its discretion or on TRCSL direction

Mask registration and TRCSL compliance. SMS mask registration is subject to TRCSL regulations and the terms shown to you when you register the mask. Those terms govern permitted use of the registered mask and take precedence over this SLA on mask usage, content restrictions and carrier-level compliance. You are responsible for making sure every message sent with a registered mask complies with TRCSL regulations and your mask registration conditions at all times.

5.2 SMS via Android phone

Description. This channel sends SMS by routing send requests from the HostHere.lk platform through a connected Android device running HostHere.lk’s SMS forwarding application. The device uses its configured SIM card and available SMS plan or credits to send messages over the mobile network.

Device ownership. Under the standard SMS via Android Phone service, the Android device is owned and operated by you. HostHere.lk provides only the SMS forwarding application and the platform infrastructure that connects to it. If HostHere.lk has agreed to provide, manage or deliver Android devices for you, that is covered by a separate dedicated agreement between you and HostHere.lk, which takes precedence over this section on device availability, maintenance and responsibility. Without such an agreement, you are solely responsible for the device as set out below.

HostHere.lk guarantees that:

• the platform accepts and processes SMS send requests submitted through the dashboard or API
• accepted requests are successfully passed from the platform to the HostHere.lk SMS forwarding application on the connected Android device

HostHere.lk’s delivery obligation ends when the send instruction is passed to the Android application on the connected device. That is the service boundary for this channel.

You are solely responsible for:

• providing and maintaining a reliable Android device running HostHere.lk’s SMS forwarding application
• keeping an active SIM card with enough SMS credits or plan allowance to send messages
• keeping the device powered on, connected to a network and running the forwarding application
• making sure the default SIM set on the device works and can send SMS
• managing any carrier-imposed sending limits that apply to the SIM

Excluded from this SLA:

• device downtime, reboots or application crashes on your device
• SIM card failures, deactivation or insufficient credits
• mobile network unavailability at the device’s location
• carrier-side delivery failures after the device submits the message to the network
• messages queued in the application that fail to send because of device or SIM problems

No delivery guarantee. HostHere.lk does not guarantee SMS delivery on this channel. Delivery depends entirely on the working state of your device, SIM and mobile network. HostHere.lk’s obligation is limited to passing the send instruction to the application on your connected device.

5.3 WhatsApp Official API

Description. This channel sends WhatsApp messages using the official Meta WhatsApp Business API. Messages are submitted through the HostHere.lk platform and passed to Meta’s API for delivery through Meta’s WhatsApp network.

HostHere.lk guarantees that:

• the platform accepts and processes WhatsApp send requests submitted through the dashboard or API
• accepted messages are successfully submitted to Meta’s official WhatsApp Business API

HostHere.lk’s delivery obligation ends when the message is successfully submitted to Meta’s API. That is the service boundary for this channel.

Meta API exclusions. After submission to Meta’s API, delivery is governed entirely by Meta’s infrastructure, policies and terms of service. Excluded from this SLA:

• Meta API availability or downtime
• message delivery failures inside Meta’s network
• Meta-imposed rate limits, message filtering or template rejections
• WhatsApp account restrictions, suspensions or bans applied by Meta
• changes to Meta’s API, pricing or messaging policies
• Meta’s compliance requirements for WhatsApp Business messaging, including template approval and messaging window policies

Meta’s terms. Use of the Official WhatsApp API channel is subject to Meta’s WhatsApp Business Terms of Service and applicable messaging policies, in addition to this SLA. Where Meta’s terms put obligations on you, including content requirements, template registration and opt-in requirements, you are solely responsible for complying. HostHere.lk accepts no liability for account restrictions or service interruptions caused by your non-compliance with Meta’s policies.

5.4 WhatsApp unofficial automation

Description. This channel sends WhatsApp messages using unofficial WhatsApp automation technology through a WhatsApp number that you connect. Messages are sent programmatically from the connected number through HostHere.lk’s automation platform.

Nature of unofficial automation. You acknowledge that this channel uses unofficial WhatsApp automation methods that Meta does not sanction. By using it you accept the limitations, risks and instability that come with unofficial automation, including:

• service interruptions caused by changes to WhatsApp’s platform, application updates or Meta’s enforcement actions
• the risk that the connected WhatsApp number is banned or restricted by Meta at any time, with or without prior notice, because of the use of unofficial automation
• periodic disconnections that may need you to reconnect your WhatsApp number to the platform

HostHere.lk guarantees that:

• the platform accepts and processes WhatsApp send requests submitted through the dashboard or API
• where your WhatsApp number is connected, active and not under any ban or restriction, messages are successfully sent from that number through the automation platform

HostHere.lk’s delivery obligation ends when the message is sent from the connected WhatsApp number. That is the service boundary for this channel.

Disconnections. Disconnections may be caused by:

• updates to WhatsApp’s platform or application by Meta
• updates to HostHere.lk’s automation platform
• session expiry or authentication changes on the connected number
• Meta enforcement actions

Disconnections caused by HostHere.lk. Where a disconnection is caused by an update to HostHere.lk’s own platform, HostHere.lk will promptly notify affected customers and give reconnection instructions, and will make reasonable efforts to restore compatibility within a reasonable time. Platform unavailability during this period counts towards the uptime calculation.

Disconnections caused by Meta. Where a disconnection is caused by a change to WhatsApp’s platform or application, or by Meta enforcement action, it is excluded from this SLA. HostHere.lk will notify affected customers and give reconnection instructions as soon as practicable. No downtime is recorded and no credit is payable for Meta-caused disconnections.

Reconnection is your responsibility. Whatever the cause of a disconnection, you are responsible for completing the reconnection process by following HostHere.lk’s published reconnection instructions. HostHere.lk’s obligation is limited to timely notification and reconnection guidance. Delays in reconnection caused by your inaction do not extend any credit entitlement.

Exclusions for this channel:

• WhatsApp number bans or restrictions applied by Meta for any reason, including misuse, breach of WhatsApp’s terms or Meta’s automated enforcement
• service interruptions caused by Meta’s changes to WhatsApp’s platform, protocols or enforcement policies
• message delivery failures after the message has been sent from the connected number
• functionality changes or feature loss resulting from Meta’s platform updates

6. Customer obligations

6.1 Content compliance

You are solely responsible for making sure all messages sent through any channel comply with:

• applicable Sri Lankan law, including TRCSL regulations on commercial messaging
• the terms and policies of the relevant channel operator (carrier networks, Meta)
• the mask registration terms you accepted at registration (SMS mask channel)
• Meta’s WhatsApp Business Terms of Service (Official API channel)
• industry-standard practices for bulk and commercial messaging, including opt-in requirements and opt-out mechanisms

6.2 Recipient consent

You must make sure every recipient has given appropriate consent to receive messages on the relevant channel before any message is sent. HostHere.lk does not verify recipient consent and accepts no liability for messages sent to recipients who have not consented.

6.3 Prohibited content

The following is prohibited on all channels:

• unsolicited commercial messages (spam)
• fraudulent, deceptive or misleading content
• content that breaks applicable law
• malware, phishing or malicious links
• content that breaks the policies of the relevant channel operator

7. Volume limits and throttling

7.1 Plan limits

Each plan includes sending volume limits, as published in the plan specifications. Limits may apply per channel, per day or per billing cycle, depending on the plan tier.

7.2 Carrier and platform throttling

Besides plan limits, sending throughput may be throttled by:

• ISP carrier networks (SMS mask channel)
• Meta’s API rate limits (Official WhatsApp API channel)
• HostHere.lk’s platform, to protect the stability of the sending infrastructure

Throttling applied by third-party networks or carriers is not downtime under this SLA. Throttling applied by HostHere.lk’s own platform because of your volume usage is also not downtime.

7.3 Android SMS channel limits

On the Android phone channel, sending throughput is also limited by your SIM card plan and the mobile carrier. HostHere.lk has no visibility of or control over these limits. You are responsible for making sure your SIM plan supports the volume you intend to send.

8. Service credits

Credits for this service follow Master SLA section 8 in full. In short:

• A credit is available when monitoring confirms the uptime target above was missed in a rolling 30-day window, the downtime is not excluded downtime, and your account is in good standing.
• Credit = (excess downtime as a share of the 30-day window) × monthly period value × 10.
• Total credit in any rolling 30-day window is capped at 75% of the monthly period value.
• Credits are calculated on the remaining period of the billing cycle only, and are applied as account credit towards future invoices for this service.
• A cash refund of the amount above 50% of the monthly period value can be requested where the accumulated credit is above 50% of the monthly period value and above LKR 1,500.
• Credits are the sole remedy for availability failures, and do not stack for the same outage.

9. How to claim a credit

• Open a support ticket through an official HostHere.lk support channel within 10 business days after the end of the rolling 30-day window in which the downtime occurred.
• Include your service identifier and domain name, the date and time of the incident (GMT+5:30), a description of the impact and any monitoring evidence you have.
• HostHere.lk verifies the claim against its monitoring records, which are the primary authoritative reference.
• Verified credits are applied within 14 business days of claim approval. Accounts that are not in good standing cannot receive credits.

Full details are in Master SLA section 9.

10. Support

Support for this service follows Master SLA section 7. The support SLA is separate from the uptime commitment.

• Guaranteed hours: Monday to Saturday, 10:00 AM to 10:00 PM GMT+5:30. HostHere.lk aims to respond within 30 minutes by support ticket, live chat, WhatsApp or another official channel.
• Best effort only: Sundays (10:00 AM to 10:00 PM) and public holidays in Sri Lanka, with no SLA guarantee.
• Outside guaranteed hours: responses are provided within an 8-hour window. The team is usually available from 6:00 AM to 1:00 AM (GMT+5:30) as a courtesy, with no credit or remedy attached.

11. Changes to this SLA

HostHere.lk may update this SLA as described in Master SLA section 10: material changes are published with a new version number and effective date, customers get at least 30 days’ notice, and continued use after the effective date means you accept the update. Governing law and the other general terms are in Master SLA section 11.

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